What exactly do you think dentists sell?
Technology, Wellness, Concept, Feeling, Service or After Sales?
Are you selling technology? healthy? concept? Serve? standard? beauty? Actually neither.
Selling treatment programs and technologies, this answer can only be given 50 points,
What we sell is our impression in the minds of patients. A good dental clinic does not sell services, nor does it sell standards, nor does it sell feelings, but the impressions in the minds of patients.
Correctly grasp the patient's psychology:
1. Fear psychology:
It is mainly reflected in three aspects: fear of pain, fear of infection or spread of diseases, and fear of technical hidden dangers; it is necessary to understand what different patients are concerned about and what they are afraid of, accurately grasp the psychology of patients, create needs for patients, and build a sense of trust.
Due to the general environment, the doctor-patient relationship is relatively tense, and patients are always suspicious of the doctor's motives and should communicate sincerely. Sincerity is sometimes another means of satisfying desires, so please correctly convey our sincerity and kindness to patients, and let the patients feel received, adopt a warm and feminine way of communication, many female doctors or consultants are beautiful It is very high, but his speech is masculine. The communication method "Hedong Lion's Roar" is not conducive to the establishment of affinity. Therefore, it is necessary to eliminate the patient's guarding psychology, first establish a sense of trust, and then let the patient actively "deal" instead of passively "deal".
3. Comparative psychology:
To introduce our advantages and authoritative experts, we must pay attention to the patient's medical experience, create a sense of differentiation and authority, and allow patients to compare. Even if the patient leaves, they can still be tracked back, so as to reduce the loss of patients. (But if you can grasp it for the first time, don't go after it easily)
Do the math for your teeth:
Teeth, with decades, use them every day, but how many people really care about it, when the tooth doesn't hurt, no one cares about it, when it hurts .Wait, you always scold your teeth for being unsatisfactory, do you think this tooth is unjust or not? Think about it, in a year, is it more money for washing hair than for teeth cleaning? Hair can regenerate, but teeth cannot!
How much does it cost to wash your car in a year?
How much do you spend on smoking and drinking in a year?
How much do you spend on cosmetics in a year?
You have a lot of time throughout the year for entertainment, watching movies, eating food, and traveling, but you just don't have time to go to the hospital and see the dentist?
Can you spend hundreds of dollars on a pair of shoes without hesitation, but don't want to spend a little on a good toothbrush?
Can you buy a piece of clothing for thousands or even thousands, wear it for a year or two and then throw it away?
Let me make another calculation with you: if there is no tooth, how much gold will it cost to restore it?
①The cheapest, movable dentures, the cheapest is at least 500 yuan. The grade of the teeth you choose will directly determine the taste and comfort.
② If you can't move it, you need to fix it. Then at least one bridge should be made, that is, two good teeth should be used as bridge piers, and a false tooth should be made in the middle. How much money do you want? The most basic: 1500 yuan, but after a few years, the teeth of the bridge piers you make may also be damaged. To be an all-ceramic at least 3000.
③Also, you said this is not good. If you want to grind a good tooth, then plant one! The implanted teeth are generally at least 10000, and the good ones are more than 1000-20000!
Why is it so expensive? Because many countries cannot make good implants at present, they basically choose imported ones. Their own teeth are priceless. The above price only reflects the basic price of a tooth, but not its own value. The most important thing is , No matter how rich you are, no matter how good your teeth are, you can't buy the original teeth!
Therefore, it is recommended that you have a familiar dentist, just like having a familiar hairdresser, and check with a dentist every 3-6 months! When necessary, do a professional teeth cleaning once every six months, but it is far better than spending tens of thousands of yuan ten years later and taking a lot of time to pretend to be fake!
How to respond when a patient says the price is too expensive:
Explain our price to the patient and see who we compare it with. If it is compared with a small outpatient clinic, then we are expensive. If compared with a dental hospital of the same category, our price is not expensive compared with a professional dental institution, and the price is basic. above is flat. The price sensitivity of patients is just an appearance. What they really care about is your professionalism. Does your communication reflect your professionalism?
① First use words to contain the other party (don't be led away by the patient's topic);
②Price is a matter of great concern to us, so let's talk about this important part at the end. We will now understand the main dental issues first, and I will definitely give you a satisfactory answer to the question of price in the end;
③We are a certified dental hospital, and take the lead in introducing the comprehensive quality management of international standards and fully implement the management system. Our medical quality is in line with international standards;
④We have more than 30,000 dental implants every year, do you know why? Because of good technology and good quality!
⑤ Use the rhetorical question method: Is price the only factor you consider?
⑥Problem turning method: Is there any other problem besides the high price? The price issue is of course important, but let's leave it behind, and now let's understand the most important technical advantages...
⑦ Conceptual guidance method: What is the price range you feel you can afford? (Not what is your budget?) Real quality care is generally a little more expensive than the budget. If the technology can't achieve the effect you want or there are security risks, would you choose cheap or even free?
⑧ Psychological suggestion method: The price may be a little higher in comparison, and it does not mean that you have no money. The key is to see how much you value your teeth, and you are reluctant to invest in your teeth. Do you agree with this view? ? Investing in teeth is actually investing in your overall health. Price determines value, and value determines price! Although it costs a little more, it's still very worthwhile, don't you think?
Can it be cheaper? I can make it today if there is a discount!
①There is a principle we have to remember, what we really want to do will eventually be done, if we don’t want to do it or haven’t considered it well, we won’t be able to make a deal even if it’s cheap;
② For patients who have a strong desire and hope to do it right away, you can feel it from your speech, and you can give appropriate discounts in disguised form, but do not directly discount at the beginning, otherwise there will be no hope for our follow-up development;
③Many people are just testing, we must clarify our position and principles, use professional integrity and charm to impress patients, and don’t pin the hope of retaining customers on cheap;
I understand you very well. Everyone wants to spend less money and do the best. It’s the same for me, but one thing many people don’t know is that the most important thing in dental care is safety, not the lower the price, the better. , because once the teeth repair fails, it is difficult to have the original conditions to do well. Even if you want to spend more money in the future, you will not be able to buy the original conditions. If the money is gone, you can make more money. If the teeth are damaged, it will be troublesome. , So safety is greater than beauty. This is the philosophy we have always adhered to. Seeing a dentist is not just about going to the street and bargaining, because the consequences of buying cheap clothes and making cheap teeth are completely different. Low prices must be accompanied by high risks. Blindly greedy for cheap will make it difficult for you to get satisfactory dental results.
(On the basis of agreeing with the other party, we put forward our theories and viewpoints. The core is that our viewpoints must be discussed closely around the interests of the patients, so as to touch the patients, strengthen the sense of crisis, and not let the patients worry and fear. Focus on the efficacy and safety of dental care and share the price entanglement!)
Is there any activity in your dental clinic now? Can I get a discount?
1. The patient is tentative and wants to talk about the price, not necessarily immediately.
2. The patient wants to do it but has no bottom line on the price, and hopes to get the lowest price. This kind of quotation should highlight the professionalism and clarify the level of interest!
3. The patient has a strong willingness to make a deal, habitually haggle, quote in different times, and recommend the best plan to the patient!
1. We just have an event now, and we can give you some discounts (the discount must be released at the time of the last transaction, don't use the discount as a bargaining chip!)
2. There are no activities yet, but I can apply for a discount with the dean (don't rely on discounts to attract patients' attention and stickiness to us, but to enhance their own charm in terms of professionalism and services, so that patients can feel in their hearts. Identifying with our ideas will keep us coming back!)
3. If you do, you can apply for a discount (don't treat the transaction as a discount for a transaction, and the discount should also incorporate emotional factors into it, learn to attract customers, not a naked transaction relationship!)
I understand your feelings very well. Many customers are like you. They hope that when they can rely on activities, the price can be cheaper! However, after the establishment of our hospital, except for major festivals, we have never done any special promotions. We always put the safety, effect and technology of dental treatment first. Patients who come to our hospital for dental treatment are not looking for cheap. Yes, they all agree with our concept that the safety effect is greater than the beauty, and put safety and effect first. There are also many patients who have done some cheap bad repairs in order to make a little cheaper, but in the end they still did not achieve the desired effect. Find us here for repair, tear it down and redo it. Before you speak, the pain will be more, and the effect may not be good afterward.
(That is, politely rejecting patients, making them feel at ease, clarifying the hospital’s point of view, philosophy and position, so that patients can establish expectations and respect for us, those patients who really belong to us will not leave, even if they do not belong to us, even if the price is low, he should Go or go, patients will not make deals because of price cuts, only your price cuts will not trust us!)
The rest can be done for me at this price, can you do it?
①The patient has a bargaining mentality and hopes to reduce the price in this way, but it also shows that he is still interested in us!
②The patient may be a test to see if the lowest price can be found!
③ The patient is testing the principle of our price system, paving the way for future bargaining!
①If you really want to do it, the price is easy to say! (I can't hold my breath, it is easily taken away by the patient, exposing our
real bottom line)
②Do you want to do it today? If you can decide today, I will ask the leader to approve it! (The patient has bottomed out the urgent deal. Once he knows that you can make concessions, he will bargain with us in a big way.)
③Our effect is incomparable with other hospitals, it is impossible to give you this price! (Only talked about the effect and price, did not touch on the issue of value and benefit, no influence on the patient)
I understand your feelings very well, and I am also very clear that there are indeed many dentists who do some unguaranteed treatments at low prices. To be honest, the price has not always been the advantage of our hospital. We do not do low-cost risk projects, doctors, materials, etc. , equipment, and even as small as a needle, we all use international big-name manufacturers, but this brings high cost operation. Despite this, our hospital still adheres to the core tenet of safety, quality and effect, so the hospital maintains a certain Profits can provide more perfect services for patients. We believe that we can go further by insisting on effect and safety. You have also seen how many new dental clinics have opened in the past two years, but those who can really survive are those with quality , hospitals with safety and efficacy as the core, and the patients who have been introduced are not at low prices.
Show your hospital's understanding of the price, we say this, the patient can understand, and at the same time, we are in awe of our hospital!
You can tell me the minimum amount of money first, and I'll go over if you think it's ok.
1. The patient wanted to test the price, and the owner asked Xijia, just to compare the price;
2. The patient has been "fudged" many times and will be thoughtful;
3. Because of the cost of distance and time, patients hope to obtain the real price to see if it meets their expectations;
1. Different patients have different conditions, and you need to formulate a specific rest plan according to the specific situation, and we can't give you a price! (The perfunctory remarks may sound reasonable, but in fact, the patient will ignore us)
2. For the same project, everyone has different requirements and situations, and the price is also different. This is hard to say! (I talked about the price difference caused by the difference, but I didn’t talk about the specific difference. What the patient wants is the difference price, and there must be a price)
3. You have to come over and let the doctor take a look. I can't give you a price before seeing you. (Inviting patients to come over directly will make patients very disgusted, because it is obviously avoiding the topic of patients, perfunctory patients, and people unreliable feeling)
It seems that you are a very organized and thoughtful person. You should ask the price before you come. It is very correct. I can understand you very well, but before I see your dental problems, I can show you I used to be in a similar situation to you, and the results were very good. I can send you a photo to show you. Recently, you can arrange time to come over and ask the doctor to give you a comprehensive examination, and then design a plan that suits you. This is also right Your teeth are responsible.
The price issue cannot be avoided, and it is enough to give customers a general range to shape the value of doctors and teams.
Can you help me figure out how much it will cost to do it all?
1. Considering the cost budget, the patient hopes to have a bottom line in the calculation;
2. Patients who want to inquire about the price and do a cost-effectiveness evaluation may not really do it here;
There are more than 500, there are 2, 3,000, there are 6,7,000 high, and there are more than 10,000, the price is different! (Only made a level range quotation, but did not do level value modeling, the result is that the customer is not interested, and feels that we are perfunctory him)
3. (The price ranges from 500 yuan to 20,000 yuan, and the specific situation is analyzed in detail!) Although the range quotation has been made, the range is too large, which makes the patient unacceptable for the first time.
It seems that you are determined to do it. This is the case. Although many people do it, it belongs to the medical field after all. Therefore, you must first ask the doctor to do a preliminary detailed examination for you and design a plan according to the actual situation in your oral cavity. It is to set the price. The general price includes three aspects: doctor's technology, material brand and treatment plan, so the price is also divided into three levels: high, medium and low. The price of this project in our hospital is generally between 50 yuan and 1,000 yuan. There are many patients who do it, and high-end aesthetic minimally invasive repairs are also done by patients, but after all, it is not too much. In your case, I estimate 200- 600 can be completely solved, but in the end, it depends on what the doctor says. You can ask the doctor to check it carefully for free first, and then formulate a plan. After all, we are not buying things, you can buy them with money. You need to look at your own actual situation before making a final decision. Determine, when it is convenient for you to see, we will tell the doctor your detailed questions and needs with the professional doctor, and let the doctor arrange a time for a comprehensive consultation with you, which is also more secure.
(Let's put the ugly words first, this will facilitate the patient's understanding of our range quotation, and avoid the patient's dissatisfaction due to the inaccurate quotation. The price should not be too fixed, but you can't avoid the price, and quote a range, At the same time, don't forget to leave the final decision to the doctor)
Does the price you give me include the full cost? Will there be any other costs during the treatment?
1. Due to the current chaotic medical market, patients are very worried about "killing him", so ask clearly;
2. The patient is a little worried about our hospital and does not believe in others, and hopes to explain in advance;
3. The patient is more cautious and asks such questions for the protection of their own interests;
4. The patient may have suffered losses from previous visits.
1. Yes, don't worry, we are a regular hospital and will not charge you arbitrarily! (The more you talk about being at ease, the more worried the patient will be. If there is an additional cost in the end, the patient will think that you are " fool" him)
2. The price agreement has been negotiated, there will be no other costs! (Use the agreement to strengthen your credit, and in the end the patient will hold the agreement to reason, which is asking for trouble.)
I can understand your concern, and it is very necessary. Many patients are worried about the occurrence of layered charges during the treatment process. This is indeed the case in some dental clinics, but we definitely do not have it here. You can rest assured. Our quotation is the quotation for all the needs of the project. As long as you do not add items in the middle and no additional service requirements, the cost will not increase. At the same time, each of our consumption will be billed for you. If it exceeds our design plan We will also communicate with you in advance to obtain your knowledge and permission, so there is no need to worry about additional costs.
I've been here once before, is there any discount for old customers?
1. The patient may have had surgery on our side before, hoping to use the identity of an old patient as a bargaining chip with us to get a discount;
2. I haven't done it here, the purpose is to let us give him a cheap price.
Wrong answer: If the consumption amount is large, there are corresponding preferential and discount measures, if it is small, there is no. (The essence is not wrong, but it sounds like the hospital is very powerful and has a low style); Of course, there are discounts for old customers. If there are more projects, I can apply to my superiors! (Too enthusiastic and premature commitment, and over-promising will greatly increase the patient's expectation of the discount. When the price is actually negotiated, the patient will leave because the expectation is not met).
Reference reply: I'm glad that you can come back to our hospital for treatment again, and I'm very happy to be able to provide you with services again. If you have a medical record with us before, we will consider your past consumption items, amount, etc. You provide the corresponding preferential discount package service, and hope this service can make you get satisfactory results again.
Communication suggestion: Treat old patients more enthusiastically than new patients, so that patients can find the feeling of being respected again. Old patients will always be our customer circle.
Can it be made as beautiful as the showcase case?
① The patient is very excited about the case, but doubts whether he can do that;
② The patient expressed doubts about the case, believing that it was all packaged and could not do it by himself;
③ The patient does not care about the case, but only cares about himself, hoping that he can do as beautiful as the case;
Incorrect reply: Yes, the customer in our case is not doing well? (An overly succinct reply will make it difficult for you to trust you, and an invalid answer)
Reference reply: The current medical technology is very mature, and our hospital is very professional in doing this project. Doctors receive similar patients every day. We have done many cases like this, and none of them failed. Patients are satisfied.
My friend felt dissatisfied with the results after having done it in your hospital.
1. The description of the patient's friend has a great influence on the customer, but since they come back, it proves that there is still hope;
2. The patient intentionally exaggerates the dissatisfaction of his friends, intends to suppress us and provide bargaining chips:
3. The patient is testing our responses to see if we are really reliable.
1. If you are not satisfied, you can come over and let our doctor show him and make some adjustments (perfunctory understatement, the patient will feel that there is no sincerity at all)
2. Sometimes dissatisfaction may not necessarily be done well. If the patient's expectations are particularly high, it is easy to be dissatisfied (the attitude of shirking responsibility will make the patient feel unreliable)
3. He is not satisfied with what he does, and it is not necessarily that you are not satisfied. Everyone's situation is different (this will give the patient a "flickering" feeling, and it is difficult to make him believe us).
Reference reply: I understand your concerns very much, and I am very sorry for not being able to help your friend. If you have the opportunity, please bring him with you. I will ask the experts to help him to see if he can make adjustments and repairs. In fact, now The aesthetic, social, cultural, and popular aesthetic elements between doctors and customers in the dental industry, and the understanding and differences between popular aesthetic elements, so that doctors can accurately understand the effect you want, so as to receive satisfactory results, do you think so? , if you can, come over together, let's chat and see if we can help him adjust and repair it!